Why Happiness Is A Better Incident Management Platform HD

George Guthrie, Major Incident Lead, O2 At Telefonica--or as UK consumers know it: O2--George Guthrie is the Major Incident Lead, a business-critical role for the leading provider of mobile phones and mobile service. The team realized they needed to upgrade the way they collaborate across stakeholders during an incident or continue to pay the heavy burden of lengthy outages. So, Guthrie and his team embarked on a journey to bring their incident resolution processes up to date. After upgrading their collaboration processes they were able to improve their mean time to engage stakeholders by more than 85%. That was an expected result. What they didn’t expect was the culture shift that came along with upgrading their communication strategy. Learn why keeping their on-call teams and stakeholders aligned and happy proved to be a crucial step for O2 to move forward as an organization.